Genesys Cloud FedRAMP region release notes

Subscribe to release notes

See what’s new in Genesys Cloud FedRAMP region

View current and past releases below. Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.

For a preview of Genesys Cloud’s next release, see FedRAMP region – Features coming soon. For other upcoming features, see Platform announcements.

Account management

Hourly interacting users billing option

Customer engagement

Highlight markdown support in web messaging

Data, analytics, and reporting

Introducing Architect Journey Flows for bot and digital bot flows
Introducing Architect Journey Flows for inbound and secure call flows
Improved native voice transcription accuracy for Portuguese

Self service and automation

Select multiple segments in knowledge article variations
Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Introducing Architect Replay Mode
Advanced Architect execution data capabilities for all flows

Workforce engagement

Improved navigation between published schedules in the workforce management schedule editor

Customer engagement

Introducing the Queue routing performance view
Web tracking API public endpoint

Data, analytics, and reporting

Improved native voice transcription accuracy for Arabic dialects

Workforce engagement

Enhanced employee recognition for improved engagement
Workforce Engagement Management (WEM) activity view in external web environments

Deprecations

Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Data, analytics, and reporting

Real-time alerting based on agent’s after call work duration
Real-time alerting for waiting interactions
Configure rules for any user within a work team
Topic miner German, Italian, and Portuguese language support

Open platform

Dynamic documentation and trigger enablement for the Operational Console
Enable automatic capture of console logs for troubleshooting

Workforce engagement

Trade alternative shifts for enhanced workforce management shift management

Deprecations

Deprecation: Legacy historical adherence query route

Platform

Japanese translation of the Export report

Customer engagement

Limit agent actions during co-browse sessions

Data, analytics, and reporting

Trigger alerts based on the number of agents currently in queue
Create in-app toast notification alert rule.
Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
Architect supported languages user interface enhancements
Collapsible card interface in Architect actions

Workforce engagement

Improved native voice transcription accuracy for Dutch

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.